Customers can define goals (purchases and renewals) and track the performance of agents on the goals.

Release notes through 2025-08-01

Chat and messaging
New:

• Customers can define goals (purchases and renewals) and track the performance of agents on the goals.
• Customers can now end sessions and release capacity of agents with an inactivity timer or with a final reminder.
• Banning IPs allows admins to block all users coming from a specific IP address, making it especially effective against bad actors who evade bans by creating multiple accounts.

Copilot
New:

• Auto assist can now provide direct instructions for agents in the knowledge section in the context panel.

Talk
New:

• Professional and Enterprise customers using Voice with omnichannel routing can now set a maximum queue size of up to 1,500 directly in their Voice settings. The previous self‑service limit was 60, with higher caps requiring contact with Zendesk support.

App Marketplace
New:

• Merge Duplicate WhatsApp Users (Support)
  Merge Duplicate WhatsApp Users automatically merges duplicate users created by WhatsApp. Every time a new user is created from a WhatsApp message, the app checks the phone number against your customer base for matches. If a matching user already exists in Zendesk, the app instantly merges them, invisibly to your team, before any misunderstandings can occur. Your agents can then continue seamlessly from where they left off in their conversation with the customer.
• Auto Merge 2025 (Support)
  Auto Merge 2025 automatically detects and solves duplicate tickets across all channels according to your business logic. For example, if a customer submits the same request twice through your web portal and once by WhatsApp, the three requests will result in only one ticket.
• Fini (Support)
  Fini is an AI agent that helps automate customer support operations with 80% accuracy. Fini doesn’t just answer, it learns from your real support tickets, understands context and emotion, and takes precise actions to resolve the majority of your support volume. When needed, it smoothly hands off complex cases to your team, with complete conversation and action history. Instantly surface deep insights and AI-powered suggestions to maximize performance, reduce manual effort, and uncover new automation opportunities across support channels

Zendesk Workforce Management (WFM)

New:

• The new tracking browser extension is being gradually rolled out to all accounts subscribed to Zendesk WFM. Rollout is projected to end by August 11th, 2025.

Fixed:

• Tracking - Support. Fixed a scenario where tracking Support activity across multiple browser tabs would not recognize opening a Support tab in a non-ticket view as a new tracking event. Focusing on a Support page in any non-ticket view after visiting any non-Support page will now dispatch an untracked activity as expected.
• WFM Agent Notifications. In certain conditions, the alert of upcoming changes in scheduled activities wasn't updating. We fixed this to ensure that the notification is now reliably sent, and increased the time that the notification hangs in the Support notification area to 10 seconds.